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Průzkum zjistil, že 69 % spotřebitelů hodnotí kvalitu zákaznické zkušenosti podle toho, zda obdrží “rychlé řešení” svých dotazů nebo žádostí o pomoc. Ruční vytváření stále stejných odpovědí při interakci se zákazníky však může být i pro ty nejzkušenější pracovníky zákaznické podpory extrémně neefektivní a časově náročné. Právě zde se velmi hodí tzv. canned messages. Konzervované odpovědi (makra), předdefinované odpovědi a připravené šablony jsou ve skutečnosti jednou z nejnutnějších funkcí helpdesku, které umožňují agentům podpory zvýšit jejich efektivitu a výkonnost, urychlit zákaznickou podporu a zvýšit spokojenost zákazníků.
Proč používat šablony odpovědí oddělení pomoci?
- Pomůže agentům ušetřit čas a úsilí při vyřizování běžných požadavků, umožní jim soustředit se na závažnější dotazy, zajistí snížení chybovosti a zvýší produktivitu agentů;
- Pomáhat udržovat konzistentnost v rychlosti řešení dotazů a hlasu značky, který ovlivňuje celkovou kvalitu zákaznické podpory a zákaznického servisu;
- Pomozte agentům snáze zvládat obtížné konverzace – například když zákazníkům řeknete, že nebudete vytvářet funkci, kterou chtěli, nebo když zamítnete žádost o vrácení peněz;
- Vzhledem k tomu, že zprávy a šablony nejsou automatickými odpověďmi, mohou je agenti před odesláním snadno přizpůsobit a přidat osobní přístup, aby zvýšili spokojenost zákazníků.
10 příkladů šablon odpovědí helpdesku
Níže uvádíme 10 příkladů odpovědí oddělení podpory na některé z nejčastějších problémů a dotazů podpory, které si vaši agenti mohou přizpůsobit, personalizovat a používat při každodenních interakcích s podporou.
Potvrzení přijetí žádosti o podporu
Hi [NAME],
Thank you for reaching out. We received your request and have already started working on resolving your issue. One of our agents will get back to you as soon as possible. Typically, it takes us less than 24 hours to respond with a resolution.
If you have any additional information that you think will help us to assist you, please reply to this email. If it’s an emergency, feel free to give us a call at [number] or start a live chat with our support team.
Thanks again for contacting us,
[YOUR SIGNATURE]
Odpověď na žádost o informace
Hi [NAME],
Thank you for reaching out! We’re always happy to help our customers learn more about our product.
We’d like to direct you to a relevant article from our Knowledge Base that contains detailed information about this feature. We also happen to have a blog post that discusses how to get the most out of it, so while you’re here, why don’t you give that a quick read too?
In case there are still some questions and you’d like further clarification, please don’t hesitate to let us know by replying to this message. We’re at your service 24/7.
Enjoy your day,
[YOUR SIGNATURE]
Žádost o resetování hesla
Hi [NAME],
We’ve received a request to reset the password for the [COMPANY] account associated with (email). No changes have been made to your account yet. You can reset your password by clicking the link below:
Reset your password
If you didn’t request a new password, you can safely ignore this email. Only a person with access to your email can reset your account password.
If you need help, or you have any other questions, fell free to call us at (number). We’re here to assist you at any step along the way.
Thanks,
[YOUR SIGNATURE]
Zákazník požaduje funkci, která je ve vašem plánu.
Hi [NAME],
Thanks for the feedback. I can definitely see how this feature would be helpful to our customers. Luckily, our development team is already on it, and we expect to release it next quarter. Would you be interested in being a part of our beta group and one of the first customers to try it out? If so, I’d be happy to put you on the list.
Let me know, and please don’t hesitate to reach out if you have any other additional insights that you’d like me to pass on to our development team.
Thanks,
[YOUR SIGNATURE]
Zákazník požaduje funkci, kterou nehodláte vytvořit.
Hi [NAME],
Thanks for the feedback. I can definitely see why you would be interested in that feature. Unfortunately, it’s not on our roadmap as of now.
Since our development resources are currently limited, we have decided to tackle features X and Y as a priority, as the majority of our customers have heavily requested them. These features will also be beneficial to you because of (…).
That being said, we’ll let you know if anything changes around this. Please do reach out if you have any other requests – we’re always here to listen.
Thanks,
[YOUR SIGNATURE]
Zákazník požadující funkci, která byla odstraněna
Hi [NAME],
Thanks for reaching out. I can definitely understand that it’s frustrating to lose a feature that you’ve come to rely on in your business. Unfortunately, we are not planning to bring it back any time soon.
The reason is that it was a complex feature to maintain. It wasn’t being used by the majority of our customers, which meant we were spending a lot of development time and resources on something that wasn’t making our product better for most users.
However, by making a decision to drop it, we’ve managed to allocate those resources into building (new features) that will be launched much sooner than we otherwise could have achieved.
I realize it’s not the answer you were hoping for, though. Some of our other customers have found that (alternative feature) is a fairly good substitute for that functionality. If you’d like to, I’d be happy to give you my best advice on how you can use it.
Sincerely,
[YOUR SIGNATURE]
Přijetí žádosti o vrácení peněz
Dear [NAME],
Thank you for contacting us to request a refund on your purchase of [PRODUCT/ SERVICE]. We are sorry to hear our product didn’t meet your expectations. Because your request falls under our refund policy, we will gladly honor your decision.
We have processed your request and have issued a refund to your credit card company. It may take up to [number of days] to see this credit on your account.
If there is any way for us to retain your business, we would love the opportunity to try. Just let us know, and we will do whatever we can. Feel free to contact us also if you have any further questions.
Regards,
[YOUR SIGNATURE]
Zamítnutí žádosti o vrácení peněz
Dear [NAME],
I’m sorry to hear you’re not happy with our [PRODUCT/ SERVICE]. We’ve received your request for a refund and we regret to inform you that it has fallen outside of our refund policy as stated here.
While we’re unable to provide a refund at this time, we value your business and would like to offer you a discount of 15% on your next purchase.
If there is any way you feel we could improve our product/ service, please don’t hesitate to let us know.
Sincerely,
[YOUR SIGNATURE]
Zásady ochrany osobních údajů
Hi [NAME],
Thank you for your inquiry. We understand data privacy and security is a major concern for our customers. At [COMPANY NAME], we want you feel comfortable sharing your personal data through our website, so privacy is something we take very seriously.
We’ve taken proper precautions to completely secure your data both online and offline. We use encryption when transmitting your sensitive personal information, and the servers storing your data always adhere to independent third-party security certifications.
You can read the full version of our official privacy policy here: [link]. If you ever feel that we are not abiding by this privacy policy, please contact us immediately at [number].
Regards,
[YOUR SIGNATURE]
Zrušení žádosti o předplatné
Hi [NAME],
Thanks for giving [PRODUCT/ SERVICE] a try. As much as we would like you to stay with us for the long term, we understand and accept your decision to cancel your account regardless of any reason. We have a quick question that we hope you could answer that would help us improve [PRODUCT/ SERVICE].
Why did you decide to cancel? Just click on the most appropriate answer:
Didn’t find a good use case for the productWanted more featuresPricing too high
We appreciate the help and hope to welcome you back again in the future!
All the best,
[YOUR SIGNATURE]
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Frequently Asked Questions
<p><strong>Co je to šablona e-mailu?</strong></p>
Šablona e-mailu je zpráva, kterou můžete opakovaně použít v e-mailové korespondenci se zákazníky. Šablony se často používají kvůli konzistenci a úspoře času.
Můžete vytvářet šablony v helpdesk softwaru?
Rozhodně. LiveAgent je helpdesk software, který umožňuje vytvářet šablony pro agenty i zákazníky a šetřit tak čas. Pokud se chcete dozvědět více, podívejte se na funkci E-mailové šablony.
Co je to helpdesk?
Helpdesk je oddělení v organizaci, které poskytuje podporu zákazníkům a uživatelům.
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